You are not alone. Most physicians face at least one College complaint during their career.
- Assess the specifics of the complaint, and determine who complained about what.
- Determine what the College is asking you to do and if you have been given specific deadlines to meet.
- Review the patient’s medical record when the matter is about a clinical event. However, if the record belongs to a hospital or other institution (e.g. clinic owner), contact the CMPA before accessing it.
- Never alter a patient's medical record after a complaint.
- Read the CMPA’s article What to do if you’re notified of a College complaint.
- Contact the CMPA and schedule time to speak to a physician advisor for advice and assistance on how to formulate an effective response.
- With the CMPA’s assistance, respond in writing to the College in a professional and respectful manner, and objectively address the issues. Be succinct and direct, avoiding inflammatory language or accusations.
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Breathe. Most complaints can be resolved by engaging collaboratively with the hospital and health authority.
- Determine the specifics of the complaint. Your hospital should formally notify you of the complaint, if you will be asked to participate in an upcoming meeting or review.
- Never alter a patient's medical record after a complaint or legal action is initiated.
- Consider delivering an apology which expresses your sympathy and regret for what has happened. Before you apologize and accept responsibility for a mistake, you may wish to contact the CMPA.
- If applicable, participate in the discussion with the patient (or family) to give the complainants a factual understanding of what happened, an apology when appropriate, and what improvements are being made at the hospital.
- If the hospital conducts a quality improvement (QI) review, participate and share what you know about the facts of the case. Avoid blaming others.
- If the hospital conducts an accountability review, you are generally obligated to take part in a review of your professional work when requested. You may wish to contact the CMPA to discuss your participation.
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